ImprintCX Articles

NOVEMBER 27, 2023

You can never truly be customer-centric if you focus on customer experience without a well-defined brand promise that your customers and employees believe in. Aligning your customer experience with your brand promise leads to customer advocacy and competitive advantage.

Brands 52

Brands Customer Experience Competitive Advantage Customer Centricity 52

Vonage

SEPTEMBER 15, 2017

Pay attention to the employee experience: As we know from the Service Profit Chain there is a strong correlation between the employee experience and the customer experience. Address any factors that are having a negative impact on employee morale.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

ShepHyken

JULY 3, 2023

Top Takeaways: A simple and convenient customer experience can be a competitive advantage for brands and companies, whether it’s B2B or B2C. There must also be a process behind delivering an amazing customer experience. Use the data and feedback to improve the experience. How does customer adoption create loyalty?

Loyalty 62

Loyalty Competitive Advantage B2C Leadership 62

Experience Investigators by 360Connext

JULY 11, 2023

Employee Empowerment Employees are the key drivers of customer experience. Proactive leaders recognize the importance of supporting, empowering, and celebrating employees who deliver exceptional experiences. Encourage experimentation and risk-taking to drive innovation in the customer experience.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

ShepHyken

OCTOBER 2, 2023

In today’s competitive landscape, smart companies focus on designing differentiated customer experiences and leveraging customer support and CX as a competitive advantage. How can companies turn customer support into a competitive advantage?

Competitive Advantage 80

Competitive Advantage Customer Retention Leadership Customers 80

CX University

SEPTEMBER 18, 2018

They each have unique approaches to the conundrum of being a great employer, and yet, the point of commonality between them is quite simple: they have all found a way to link employee experience with value production. Four Employee Engagement Strategies that Deliver Competitive Advantage.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Horizon CX

DECEMBER 1, 2023

Zappos: Customer Service Excellence as a Competitive Advantage Alignment with Strategic Goals: Zappos, an online shoe and clothing retailer, aligns its CX strategy with its strategic goals by prioritizing exceptional customer service.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Kayako

FEBRUARY 28, 2019

The only true competitive advantage for brands is their customer experience. As a result, more and more companies – both large and small – are slowly getting on board with the need to design and deliver a great customer experience in order to support and sustain their growth initiatives. Employee experience.

Strategy 121

Strategy Customer Experience Government Customer Journeys 121

Team Support

MAY 31, 2023

Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. A recent study shows that 89% of executives agree that a satisfying employee experience leads to a better customer experience.

Chatbots 98

Chatbots Customer Service Competitive Advantage Self Service 98

ShepHyken

SEPTEMBER 28, 2022

They know how to manage people and create a better employee experience, which in turn creates a better customer experience. ” “Investing in customer experience can create a great employee experience. Employees want to work for a company that customers love because it gives them purpose.”

Competitive Advantage 70

Competitive Advantage Employee Experience Consulting Strategy 70

Doing CX Right

JULY 29, 2023

Tiffani Bova, Global Growth Evangelist at Saleforce, and Stacy Sherman explain how to gain a competitive advantage with the right "Experience mindset." The post Gaining a Competitive Edge With The Right “Experience Mindset” appeared first on Doing CX Right.

Competitive Advantage 52

Competitive Advantage How To Employee Experience Customer Experience 52

ECXO

JUNE 11, 2023

With their 1998 Harvard Business Review article “Welcome to the Experience Economy” (and 1999 book), Joe Pine II and James Gilmore introduced the term Customer Experience as the next competitive battleground. The company uses a catchy one-liner which is not consistent with what their customers (and their employees) experience.

Customer Experience 122

Customer Experience Customer Centricity Competitive Advantage Government 122

Vonage

OCTOBER 2, 2017

Pay attention to the employee experience: As we know from the Service Profit Chain there is a strong correlation between the employee experience and the customer experience. Address any factors that are having a negative impact on employee morale.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

Alida

SEPTEMBER 6, 2018

Understanding what customers really want is what will provide competitive advantage. If you want to thrive in age of disruption and digital transformation, you need to look forward while always keeping an eye on the retail customer experience—both by improving and learning from your mistakes.

Retail 243

Retail Company e-support Competitive Advantage 243

Doing CX Right

FEBRUARY 20, 2022

Stan Phelps, best-selling author of the Goldfish Series, shares tactics to increase competitive advantage & bottom-line impact through differentiating experiences. The post Differentiating Experiences To Dominate Your Industry appeared first on Doing CX Right.

Industry 72

Industry Competitive Advantage Employee Experience Customer Experience 72

ShepHyken

MARCH 29, 2021

(TotalRetail) Here are a few specific ways that automation is making work better for digital merchandisers, allowing them to improve the customer experience (CX) while enjoying a far better employee experience (EX). In The Rush To Go All-Digital, Prioritize Employee Experiences by Brian Solis.

Customer Service 78

Customer Service Competitive Advantage Retail Employee Experience 78

Playvox

MARCH 29, 2022

Empowered and engaged agents perform better, resulting in direct improvement to the bottom line since customer experience is one of the most sustainable sources of a businesses’ competitive advantage. Taken together, these solutions create a holistic process that supports every component of the employee experience.

Engagement 60

Engagement Management Contact Center Competitive Advantage 60

Playvox

FEBRUARY 6, 2024

These same principles of quality controls, processes, and continual improvement are applicable to any industry today and provide competitive advantages. Create an optimal competitive position — strive to create an experience so good they can’t imagine receiving the same level of support and attention anywhere else.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Customer Bliss

JUNE 28, 2018

Airlines that take this information and embrace the standards in my newest book, Would You Do that to Your Mother , can gain a competitive advantage by finding ways to boost customer loyalty and raise overall customer experience. FOCUS ON CUSTOMER EXPERIENCE TO PUT YOU A STEP AHEAD.

Airlines 135

Airlines Industry Competitive Advantage Travel 135

ShepHyken

SEPTEMBER 10, 2019

If they don’t, we will have no competitive advantage. How do I create a better employee experience? How do I create a better customer experience? However, you shouldn’t use this verbiage if you don’t intend to follow through with it; if you talk the talk, you must also walk the walk.

Competitive Advantage 107

Competitive Advantage Culture Employee Experience Leadership 107

Think Customers

MAY 13, 2022

The thoughtful use of digital technologies can bring great competitive advantages: better customer experience, improved employee experience, and long-term bottom-line benefits. There’s no denying the integral role a strong digital strategy plays in a brand’s success.

Strategy 52

Strategy Brands Omni-Channel Competitive Advantage 52

SmartKarrot

NOVEMBER 10, 2021

And one way to ensure that is by making your employees your brand ambassadors. In simple words, we call it employee experience. But we would go a step ahead and say your employees can play a vital role in making your customers feel valued and listened to. This is the crux of the employee experience concept.

Employee Experience 11

Employee Experience Customer Experience Culture Social Media 11

Horizon CX

SEPTEMBER 10, 2020

How often have we found ourselves witnessing a company’s leadership suddenly experience the revelation that their competitors, who have adopted the best practices of Customer Experience Management, are showing impressive positive returns and a clear competitive advantage?

Competitive Advantage 130

Competitive Advantage Leadership Knowledge Base Culture 130

ReviewTrackers

JULY 12, 2018

The objective is to be able to guide or shape employee behavior so that the people who work for the company can effectively and creatively project the brand identity of the organization through their work behavior as well as their public and social media behavior. Employee Branding Program: Getting Started.

Brands 175

Brands Company Social Media Competitive Advantage 175

ClearAction

NOVEMBER 11, 2022

It perpetuates gratitude as a two-way street of mutual value creation with strategic advantages for all. Employee experience gains from gratitude in interactions are smiles, responsiveness, and doing the whole job. Watch this blog for the follow-on article that explains gains from employee experience strategy next week.

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

Playvox

JANUARY 25, 2024

The two work together like salt and pepper to help modern contact centers provide outstanding omnichannel customer experience and elevate agent engagement and the employee experience (EX). It’s well established that exceptional employee engagement produces extraordinary customer experiences.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport is a new course created by Lynn Hunsaker at ClearAction Continuum. This self-paced course is for anyone who wants to learn the best way to lead customer experience for strategic impact. Strategic impact means you’re creating competitive advantages for your enterprise.

Sports 71

Sports Customer Experience Handbook Case Study 71

CX Journey

NOVEMBER 15, 2017

The only competitive advantage we have is the culture and values of the company. Make sure everyone understands why they are critical to the organization, to the employee experience, to the customer experience, to your culture - and then make the time to get the important task of developing them on the docket right away.

Culture 125

Culture Competitive Advantage Banking Employee Experience 125

Happy or Not

OCTOBER 2, 2023

An engaged employee’s innovative thinking and commitment to success contribute to a brand’s image and reputation. Happy employees lead to high-quality service, giving the company a competitive advantage in the market. Can employee engagement make a customer happy?

Customer Service Representative 36

Customer Service Representative Customer Satisfaction Competitive Advantage Employee Engagement 36

ShepHyken

JULY 24, 2018

In the omni-channel world we live in, great customer experience is more than just great service on the phone or in store. The experience is an end-to-end feeling the customer has across all touchpoints and channels across the journey. Why must you focus on your employee experience first?

Omni-Channel 76

Omni-Channel Competitive Advantage Employee Experience Loyalty 76

Forcivity Salesforce

SEPTEMBER 21, 2021

The customer experience (CX) and employee experience (EX) have never been more important. Independently, each leads to valuable relationships — with customers and employees (CX) and employees and management (EX). The post Aligning the Customer Experience with Employee Satisfaction appeared first on Forcivity.

Customer Experience 59

Customer Experience Employee Engagement Competitive Advantage Employee Experience 59

Natalie Petouhof

AUGUST 15, 2022

It’s the first step to integrating feedback and insight into customer and employee experiences. Without a formal, comprehensive approach to listening, both customers and employees could feel misunderstood or, worse, ignored. And it allows them to truly know what customers (and employees) are doing, saying and feeling.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

CSM Magazine

JANUARY 5, 2022

In 2022, it will be imperative to think strategically about customer and employee engagement strategies to align the customer experience with the employee experience. Providing a richer employee experience right from the start is a winning strategy that can provide competitive advantage in the tight labor market.

Contact Center 52

Contact Center Competitive Advantage Employee Engagement Analytics 52

ShepHyken

JANUARY 8, 2018

Ensuring A Positive Employee Experience by Brian Berns. Forbes) After years of focusing on improving the customer experience, businesses are now turning attention inward as employee experience (often referred to as “EX”) moves toward the top of executive priority lists.

Customer Service 0

Customer Service Retail Contact Center Competitive Advantage 0

Experience Investigators by 360Connext

NOVEMBER 8, 2022

Employees feel empowered because they know CX is a priority for real. Customer Experience Is Directly Related to Employee Experience. Employees are who deliver the customer experience. That means higher employee retention and reduced hiring costs. Customer Experience Creates a Competitive Advantage.

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

ReviewTrackers

JUNE 22, 2020

The objective is to be able to guide or shape employee behavior so that the people who work for the company can effectively and creatively project the brand identity of the organization through their work behavior as well as their public and social media behavior. Employee Branding Program: Getting Started.

Brands 114

Brands Company Social Media Competitive Advantage 114